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Genesys Cloud Architecture
Genesys Cloud ArchitectureNoblesoft Technologies • Raritan, New Jersey, USA
Genesys Cloud Architecture

Genesys Cloud Architecture

Noblesoft Technologies • Raritan, New Jersey, USA
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  • [job_card.full_time]
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Job Title : Genesys Cloud Architecture - W2 Candidate Only

Location : Raritan New Jersey / Remote

Mode : Contract

Soft Skills requirements

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Good working knowledge of MS OFFICE (Including MS Project and Visio)
  • Should have good customer handling skills

Certification requirements :

  • GCP (Mandatory)
  • ITIL Foundation (Preferred)

    • Skills required

  • Experience in migrating contact centres to Genesys Cloud CX. Should be Hands on in Genesys Cloud enablement configuration and support.
  • Experience working with Customer Service Operations : Experience in Contact Center channels leading Customer Service operations assessment / benchmarking identifying gaps and deriving business case for driving improvements.
  • Experience implementing multichannel self-service / IVR and Omni-Channel Orchestration Routing : Experience in Genesys Cloud / Engage suite.
  • Should be hands on in Genesys Architect Call flows IVRs skills permissions roles routing queues etc.
  • Experience in Genesys Cloud administration & application experience : Use Genesys Architect / Composer / Designer Genesys Framework Components (such as Edge BYOC SIP GAX GVP AppFoundry eServices GRE URS Info Mart GMS OCS GPlus Integrations etc.) or similar solutions.
  • Genesys APIs integration with 3rd party solutions and CRMs like Salesforce etc.
  • Candidate should have knowledge on Engineering consultation and be able to assist with day-to-day ;operational activities on Genesys Cloud CX.
  • Provide Tier 3 support during critical incidents as necessary
  • Participate and lead ongoing technology research and strategic planning for contact center services
  • Perform some Genesys infrastructure maintenance work; some after-hours z6 / work is required
  • Flexibility to work across different time zones
  • Resource should be flexible for working in NA Shift Projects as well.

    • Roles & Responsibilities

  • Resolving incident cases.
  • Monitor capacity performance and availability using popular network tools and act to correct anomalies when needed.
  • Incident tracking to ensure continuity across shifts.
  • Vendor management with PSTN Service provide OEM for resolution of tickets.
  • Coordination of communication bridges during major outages
  • Participate in Operational processes (Daily Ops Change Control Incident management request forservice etc).
  • Adhering to defined SLAs
  • Handling tickets / requests
  • Troubleshooting technical issues
  • Ensuring that defined processes are adhered to
  • Report regularly concerning key counters and measures of the voice network through health checks
  • Genesys Release Management

    • Key Skills

    Joomla,Customer Support,Interior Fit-Out,Client Services,Architecture

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

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    Architecture • Raritan, New Jersey, USA

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